At a Glance
- Tasks: Manage post-sales customer engagement and ensure client success across multiple projects.
- Company: Join DigitalGenius, a leader in AI-driven customer experience solutions.
- Benefits: Competitive salary, generous vacation, fitness stipend, and a creative work environment.
- Other info: Work remotely or from our global offices with opportunities for personal and professional growth.
- Why this job: Be part of a dynamic team transforming customer experiences for top retail brands.
- Qualifications: 2+ years in client management, strong technical understanding, and excellent communication skills.
The predicted salary is between 42750 - 52250 £ per year.
Customer Success at Digital Genius owns all post-sales customer engagement.
This includes everything from scoping implementations, managing the delivery process, defining/achieving KPIs, ensuring continuous improvement post-implementation, generating case studies, and securing renewals.
This role will be responsible for the management and success of new and existing clients in the UK and Europe.
This role is open to candidates in both the UK and EU.
Responsibilities
- Manage multiple projects in parallel for clients across all segments (SMB, Mid-Market, Enterprise), and every phase of the post-sales customer lifecycle.
- Understand customer requirements necessary to scope projects effectively, implement our solutions successfully, and achieve KPIs to ensure customer referenceability, satisfaction, and retention.
- Responsible for product performance reporting, business-value analyses, and ongoing project planning for your portfolio of customers.
- Stay current on best practices, industry trends, and customer pain-points to maintain and strengthen our product's competitive advantages.
- Work with clients to create mutually agreed upon implementation plans, project timelines, and delivery milestones.
- Work with Solution Engineers to ensure timely delivery and continuous improvement of implemented solutions.
- Effectively communicate project requirements, status, and results to clients in a high-touch customer success model.
- Field customer support inquiries and manage escalations throughout the customer lifecycle.
- Responsible for generating case studies, securing renewals, and driving the growth of your client portfolio
We're looking for an experienced Customer Success Manager who is excited by the opportunity of scaling AI and is someone who enjoys helping people, solving problems, and working on interesting projects., 2+ years client management experience in Saa S - background in CRM, API, and/or Customer Service spaces a plus. - Bachelor's Degree - MBA or technical degree a plus.
- Strong foundational technical understanding and literacy.
- Proven proficiency with CRM platforms and in-depth experience interpreting and analysing key metrics.
- Exceptional presentation and relationship skills with ability to communicate technical and commercial concepts effectively.
- Ability to multitask, prioritise, and manage time effectively and autonomously.
- You love to solve problems, help people, and want to be an integral part of scaling a start-up.
At Digital Genius (DG), we are using AI Agents to transform customer experience for ecommerce brands.
With a proprietary approach to agentic AI, we have a unique opportunity to become the undisputed leader in our industry.
We're looking for excellent candidates to join our dedicated, thoughtful, and hardworking team to help us achieve that goal.
We are a global company with offices in London, New York, and people across the world.
Our customers include some of the biggest names in retail including On, Rapha, Air Up, Holland & Barrett, All Saints, Honeylove, and Clarins.
Benefits
- Competitive Salary
- Generous vacation time (25 days of annual leave)
- Yearly "Reset Week" in addition to annual leave allowance
- Freedom to experiment with your own ideas
- Environment to develop your skills without bureaucracy or red tape
- Monthly fitness stipend of $210 or fully paid Third Space Membership
- #J-18808-Ljbffr
Customer Success Manager in City of Westminster employer: DigitalGenius, Inc.
DigitalGenius is an exceptional employer that fosters a dynamic and innovative work culture, perfect for those passionate about customer success and AI technology. With a competitive salary, generous vacation time, and a supportive environment that encourages personal and professional growth, employees are empowered to experiment with their ideas and develop their skills without the constraints of bureaucracy. Located in vibrant London, team members enjoy a collaborative atmosphere while working with renowned retail brands, making every day an opportunity for meaningful impact.
